Method, system and article of manufacture for pairing contacts with agents in contact center system

1 . A method for pairing contacts with agents, which is applied in a contact center system, wherein the contact center system comprises: an automated contact distribution system, an intelligent pairing module, and agents, and the method comprises:

receiving, by the automated contact distribution system, incoming contacts; or supporting, by the automated contact distribution system, outbound connections to contacts via a telecommunication network;

determining, by a computer processor, a threshold statistic;

determining, by the computer processor, an ordered set of contacts;

determining, by the computer processor, a set of first statistics that correspond to the ordered set of contacts;

determining, by the computer processor, a set of second statistics that correspond to the ordered set of contacts and is based on the set of first statistics, wherein the set of second statistics is based on a cumulative summation of the set of first statistics;

determining, by the computer processor, a subset of the ordered set of contacts based on the set of second statistics and the threshold statistic;

pairing, by the computer processor, a selected contact from the subset of the ordered set of contacts with an available agent based on a pairing strategy; and

routing, by the automated contact distribution system, the selected contact to the available agent, so as to achieve the connection of the selected contact.

2 . The method of claim 1 , wherein the set of first statistics and the set of second statistics are based on waiting time.

3 . The method of claim 1 , wherein the threshold statistic is based on an average value, maximum value, or minimum value of the set of first statistics.

4 . The method of claim 1 , wherein the pairing strategy is behavioral pairing (BP) strategy.

5 . The method of claim 1 , wherein the pairing strategy is based on contact priority.

6 . A system for pairing contacts with agents, which is applied in a contact center system, wherein the contact center system comprises: an automated contact distribution system, an intelligent pairing module, and agents, and the automated contact distribution system is configured to receive incoming contacts; or support outbound connections to contacts via a telecommunication network, the system for pairing contacts with agents comprises:

at least one computer processor connected to the intelligent pairing module configured to paring contacts with agents in the contact center system, wherein the at least one computer processor is further configured to:

determine a threshold statistic;

determine an ordered set of contacts;

determine a set of first statistics that correspond to the ordered set of contacts;

determine a set of second statistics that correspond to the ordered set of contacts and is based on the set of first statistics, wherein the set of second statistics is based on a cumulative summation of the set of first statistics;

determine a subset of the ordered set of contacts based on the set of second statistics and the threshold statistic;

pair a selected contact from the subset of the ordered set of contacts with an available agent based on a pairing strategy; and

the automated contact distribution system is further configured to route the selected contact to the available agent, so as to achieve the connection of the selected contact.

7 . The system of claim 6 , wherein the set of first statistics and the set of second statistics are based on waiting time.

8 . The system of claim 6 , wherein the threshold statistic is based on an average value, maximum value, or minimum value of the set of first statistics.

9 . The system of claim 6 , wherein the pairing strategy is behavioral pairing (BP) strategy.

10 . The system of claim 6 , wherein the pairing strategy is based on contact priority.

11 . An article of manufacture for pairing contacts with agents, which is applied in a contact center system, wherein the contact center system comprises: an automated contact distribution system, an intelligent pairing module, and agents, and the automated contact distribution system is configured to receive incoming contacts; or support outbound connections to contacts via a telecommunication network, the article of manufacture comprises:

a non-transitory processor readable medium, and

instructions stored on the medium,

wherein the instructions are configured to be readable from the medium by at least one computer processor connected to the intelligent pairing module configured to paring contacts with agents in the contact center system, and thereby cause the at least one computer processor to operate so as to:

determine a threshold statistic;

determine an ordered set of contacts;

determine a set of first statistics that correspond to the ordered set of contacts;

determine a set of second statistics that correspond to the ordered set of contacts and is based on the set of first statistics, wherein the set of second statistics is based on a cumulative summation of the set of first statistics;

determine a subset of the ordered set of contacts based on the set of second statistics and the threshold statistic;

pair a selected contact from the subset of the ordered set of contacts with an available agent based on a pairing strategy; and

the automated contact distribution system is further configured to route the selected contact to the available agent, so as to achieve the connection of the selected contact.

12 . The article of manufacture of claim 11 , wherein the set of first statistics and the set of second statistics are based on waiting time.

13 . The article of manufacture of claim 11 , wherein the threshold statistic is based on an average value, maximum value, or minimum value of the set of first statistics.

14 . The article of manufacture of claim 11 , wherein the pairing strategy is behavioral pairing (BP) strategy.

15 . The article of manufacture of claim 11 , wherein the pairing strategy is based on contact priority.